Amber Snell Email & Phone Number

Houston, Texas, United States

IT Specialist |Pay Grade GS-2210-11 | Aug 2018 – Present | 40 hrs/wkMichael E. DeBakey VA Medical Center | Houston Texas | Supervisor: Pamela RankinMaintained the installation and maintenance of desktops, scanners, printers, laptops, and phones. Managed the functional systems requirements and met all regulatory systems specifications. Led multiple routine operations, which included collecting statistical and other pertinent data, provided technical advice, delivered effective advice and instruction on countless IT related activities/issues. Coordinated with technical support personnel for resolving critical problems within the Tiers II and III Program. Coordinate information sharing regularly to maintain best regards in efficiency. Provide exceptional customer care in coordinating resolution efforts for reported issues paying especial attention to detail AND listening to understand. Provides information technology (IT) support, managing, implementing, and optimizing Operating Systems, and Windows Enterprise Systems, managing Systems Desktop configuration, workstation/laptop standardization efforts, application support and troubleshooting, Desktop software patching and installation, and optimizing Operating Systems utilizing tools like CM, BigFix Console, dBAT and Tolz.Provides the protection of information systems based on NIST 800 Series and VA Directive 6500 by utilizing approved best practice information security tools such as Lumension Endpoint Security, Symantec Endpoint Encryption, and McAfee Host Intrusion Prevention solutions in compliance with NIST SP 800-137.Identify problems using structured problem-solving efforts, paying close attention to detail, to include working with network specialists, application developers, system administrators, and security specialists to identify the root of the problem and prevent recurring problems. Document solutions to problems and provide recommendations to any changes necessary to prevent recurrences.

Hill Afb, Utah

Responsible for entire Hill Air Force Base military installation's ability to communicate via computer, telephone, radio, and secure telephone. Expertise in Incident management, troubleshooting, customer support, and planning and developing standard operating procedures. Maintained accountability for system outages and network availability through SNMPc and software functionality across the base, utilized by 25K + personnel.A member of the Computer Operations System upgrade team, developed, re-imaged, migrated, and tested 200+ PC's and 25K+ user accounts ensuring compliance with mandated Armed Forces centralized communications.Directed accomplishment of at least 2,000 incident tickets through BMC Remedy Action Request System, established 2,400 user accounts, supporting base wide compliance in record low response times.Developed procedures within an elaborate Continuity plan in the event of power failure, communications outages, or security breach.Acted as subject matter expert in planning, designing, and implementing effective and highly reliable network and workstation infrastructures to meet system requirements for the upgrade of over 22K machines.Planned and executed investigated actions to resolve Wireless Communications program failure using Information Tracking and Supporting Software (TRS) as well as Microsoft Excel, Asset Information Management (AIM), and SharePoint. Prepared over 130 Service Interruption Notices, resolve MSN stoppage affecting over 20,000 users and diligently managed over 4,200 crucial documents, successfully achieving 100% compliance while ensuring document integrity.

Hill Afb, Utah

Additional DutyManaged total accountability and controlled purchasing and replacement planning of all Land Mobile Radio and implementation of the Lifecycle Support Plan for base Trunking System upgrade of 4K+assets across the Hill AFB Installation.Created local training Standard Operating Procedures for handled base wireless communications for 7,000 assets, 53 accounts & 22,000 users.Established the Blanket Purchasing Agreement set to guide maintenance action costs for Land Mobile Radio assets across the installation.Directed and scheduled service calls to and from outside vendors for maintenance actions the local Radio Maintenance office could not perform.Managed user abilities to function and use the installations’ centralized network Trunking System.

Hill Afb, Utah

Maintained, tested, and troubleshot a 20,805 telephone line Digital Multiplex Switch valued at over $10M.Led a 3-man team of airmen to provide technical assistance to customers across Hill AFB servicing over 20K personnel.Wired 45+ voice and data lines to ensure Security Forces critical command and control communications with Utah Test and Training Range.Conducted over 300+ telephone switch preventative maintenance instructions, facilitating 100% up time and guaranteed 15M+ successful telephone calls.Maintained digital transmission facilities including D-4 channel banks, multiplexers, channel service units, fiber-optic drivers/multiplexers, digital echo suppressers, and T-1 span repeater terminating equipment’s.Led and directed the new requirement for the only helpdesk associated with telephone maintenance as technology evolved, ensuring completion of mandatory requirement and effective customer support reducing average wait time by 10 days

Bachelor Of Business Administration - Bba, Management Information Systems, General

Bachelor’S Degree, Information Technology

Security major

Associate Of Science In Information Technology, Information Technology

Associate'S Degree, Information Technology

Information Technology with technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic.